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Greenbrier Chevrolet Buick, Inc. complaints

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1518 Jefferson Street North
Lewisburg, WV 24901 | Get Directions

(304) 520-0069

https://www.greenbrierchevrole...

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Total Amount in Dispute:
$900.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Greenbrier Chevrolet Buick, Inc. closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Greenbrier Chevrolet Buick, Inc.

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9/29/2021

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $900.00 Amount Settled: $0.00

Customer Complaint

9/15/2021

I own a Saturn Vue that was randomly clicking the door locks and window. It was recommended that I take it to greenbrier Chevrolet which is about 40 minute drive from my home in clifton forge va. Icwas told after running codes that wires had been damaged towards the front bumper and it would be approximately 800 + to fix; being on a senior fixed income that money is hard to come by. After 2 weeks, numerous phone calls keith said it could be picked up. I had to pay someone to take me there only for it to be doing the same thing when I drove it off the lot. Was asked to leave it. Picked it back up and nothing is still fixed but they have been paid for services. Called the mgr. Who assured me if o could bring it and leave it again thru would get to the bottom of the issue. My car was picked up once again on thurs sept. 9th and by Fri the 10th I had to have a neighbor disconnect things as to they have never been fixed. I spoke with a Mr. Patterson or Peterson who simply disregarded and concerns I have and actually told me to call whomever I felt I needed to. My daughter on law called greenbrier motors and left a message for the owner; Mr. Stephen Talbott to please call me concerning this matter. I have not received any call. I would like/ I need a refund for work not done, not completed, not remedied and I don't know how to obtain this. Resolution Sought Please issue refund

Company Response

9/16/2021

Hi there! I completely understand the frustration. However, lets revisit the three visits and what we did and what has happened. When the vehicle came in for the initial problems with the window not working, dome lights turning on their own, and the door locks keep going off - we performed a diagnostic on your electrical systems. Here, we found the wiring harness on the passenger side front door-jam was damaged. We then replaced and repaired the right front door wiring harness. The window and door locks then worked. When you returned, unfortunately a fuse had blown which caused the door locks to not work, which we then replaced free of charge. At this point everything had seemed to be working fine. It sat with us for a week with no issue. Then, the dome light had come on, on it’s own. We removed the fuse for the dome lights to turn off. Here we traced the further issues to the Body Control Module. We then contacted you and gave you the option to replace the BCM and you declined and asked us to leave the fuse out. You then picked up the vehicle and let us know the alarms were going off and the door locks cycled. Here, once again, we did not charge for another diagnosis, and informed you again that the body control module needed to be replaced. You once again declined service. I understand you are frustrated that some of these problems are continuing, but with fixing the first issue of the wiring harness, we discovered even further issues once they were duplicated. The only uncertainty with the service was the time of arrival of needed parts, due to the Saturn line being discontinued. We have worked to communicate any issues we came across along the way as we encountered them. Unfortunately we cannot issue a refund, because we did replace the harness that did fix part of the issue, but with the further diagnosis, more work is required solve the rest of the malfunctions and cannot be done without any more charges. If you would like to discuss further, please do not hesitate to reach out to me at 304-645-2424. Thank you again for your time. Dane Petersen Fixed Operations Manger – Greenbrier Chevrolet Buick

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